Ratings based on 465 Verified Reviews
4.2 Room cleanliness
4.0 Service & staff
4.2 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 13 Nov 2024
We love the fact that it was adult only dining options even at the buffet. Staff new us by name even if we did not interact with them through out the stay. Thonly did a great job making sure to give us his picks on where to eat. The resort was clean. The staff ensure we were taking car of.
Comment from Hotel Management
13 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear David, thank you for the perfect score and kind comments. We are very happy that you were able to experience paradise to the fullest. We look forward to welcoming you back soon for more PH Experiences.
by A verified traveler
Posted 6 Nov 2024
I enjoyed everything about the property.
Comment from Hotel Management
6 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear Idalia, thank you for the perfect score and comments. We are very happy that you were able to experience paradise to the fullest. We look forward to welcoming you back soon for more PH Experiences.
by A verified traveler
Posted 5 Nov 2024
The majority of the staff want to make sure that your trip is as pleasant, enjoyable and memorable as possible. Ricky Bobby helped with our daughter's 30th birthday celebration with decorating our cabanas and delivering her a cake. And Hector was amazing in getting whatever our hearts desired. Our party of 11 really enjoyed them both...
Comment from Hotel Management
5 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear Tiffani, thank you for your score and comments. We are very happy that you were able to experience paradise to the fullest. We look forward to welcoming you back soon for more PH Experiences.
by A verified traveler
Posted 4 Nov 2024
Overall everything was great the rooms do have wear and some doors in the rooms wouldn’t close but overall good. I do recommend requesting a dehumidifier for your room with all the humidity.
Comment from Hotel Management
4 Nov 2024 by Planet Hollywood Cancun, Hotel Management
Dear Beatrice, thank you for sharing your score and feedback. We will use your rating as a tool for improvement and will be glad to receive you once again soon for more PH Experiences.
by A verified traveler
Posted 27 Oct 2024
For the resort to be a new property, the rooms have not been well maintained and look older than they are. A lot of dust on the ceilings and around the vent areas
Comment from Hotel Management
28 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Frank, thank you for sharing your rating, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.
by A verified traveler
Posted 22 Oct 2024
Comment from Hotel Management
22 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Napoleon, thank you for sharing with us, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.
by A verified traveler
Posted 15 Oct 2024
Comment from Hotel Management
15 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Ladrina, thank you for sharing your score. We are very glad you got to experience paradise to the max. We will be glad to receive you once again soon for more PH Experiences.
by A verified traveler
Posted 13 Oct 2024
Housekeeping stole my Necklace. Call security improve that my necklace was in my room, however, they couldn’t do anything about it because the person that stole it was already gone the hotel didn’t care.
Comment from Hotel Management
14 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Tameka, thank you for your comments, I am very concerned to know that your experience all in all wasn't as expected. I will, for sure, take your feedback into consideration, but if it's possible, please share with us via private message or Social Media more about your experience and your information so we can contact you directly. For us is absolutely necessary to know more about this to improve our operations and offer the best experience possible to all of our guests.
by A verified traveler
Posted 3 Oct 2024
Comment from Hotel Management
4 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Cheryl, thank you for sharing your rating, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.
by A verified traveler
Posted 1 Oct 2024
The a la carte dining options, when the menu wasn't limited, provided a good variety of different cuisines. The private pool cabanas were also very nice, however, very overpriced.considering what was already paid for the room.
The drinks were terrible, consisting of low quality alcohol and even if you did pay the extra for star class, you could only get the premium liquor at very limited bar locations.
Comment from Hotel Management
2 Oct 2024 by Planet Hollywood Cancun, Hotel Management
Dear Rony, thank you for sharing your rating and comments, it is very unfortunate to know that we did not meet your expectations. Our main goal is the satisfaction of our guests. This will help us to improve our services, and we hope that in the future you will give us the opportunity to stay with us once again and change your perspective.
